Guest Service
Janet Hawk answers boldly at the 2024 Raving NEXT: Indian Gaming Strategic Operations & Leadership Conference. In today’s fiercely competitive casino and hospitality industry, the key to sustained success lies in fostering loyalty among players and delivering consistent exceptional guest service and a sales-focused player development program. Ready to turn your team into sales-driven service…
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In this interactive roundtable, we cover the building blocks for turning your guest service program into so much more! When you add accountability, culture, reward, recognition and team member empowerment, the results go way beyond smiles and “hellos.” Janet Hawk – Raving’s VP of Player Development and Guest Experience and Melissa Jones, Team Member Development…
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The guest experience in the hotel industry has seen some dramatic changes over the past year. Here to put those changes into perspective is Raving’s Hospitality Partner, Brett Magnan. If you don’t know Brett or his backstory, listen in. He started his lifelong journey in hospitality – as a kid growing up in the hotel business…
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Sure, we exhaust ourselves almost daily with what we DON’T know. When will it be safe to be at full capacity? When will all of our guests feel 100% comfortable and return to our resorts? When will we be able to gather socially or conduct business without concern? We shake our snow-globes, peer into our…
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In this week’s Raving On Air, we check in with Raver’s Steve Browne, Raving Partner, Guest Service and Player Development and Paula Allen, Director of Leadership Development and Guest Services 7 Cedars Casino and Enrolled Tribal Citizen of Jamestown S’Klallam Tribe. Browne and Allen deliver a one-two punch: Browne has established guest service programs across…
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How to address fear, tension, resistance and fatigue Ready or not, here we go! We are coming out of our burrows and blinking in the light of this new world. Reopening is happening and we are entering our new normal. Businesses are taking great pains to make their spaces safe, but we need to think…
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Why Northern Quest Resort & Casino’s emails to guests impressed me One of the first casinos nationwide to reopen after the coronavirus closings set a best practices protocol for guest communications during these challenging times. Northern Quest Resort & Casino, a Kalispel Tribal Enterprise in Airway Heights, WA, was in uncharted territory in creating a…
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Guest Service in the Time of The Coronavirus Tough times are these, but then, I don’t need to tell you that sitting on your shut-down property with your team members all out on leave, paid or otherwise. And there will be plenty of articles and suggestions for how to spend that time, cleaning, organizing, working…
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It’s giving the guest something they didn’t even think they needed or even imagined It seems to me, that we often praise “basic service,” when in fact, it’s just BASIC SERVICE! Why are we often surprised when we approach the players club, the coffee stand, or hotel check-in, and are greeted with eye contact and…
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The hallmark of our branded, behavioral service programs Hi. How ya doin? Nice to see you… Thanks for reading… How ya’ been? It really is a pleasure … And it’s very simple, these phrases. They all have one thing in common. They are greetings, or if you will … expressions of welcome. They have no…
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